Refund policy

Returns

Online purchases (gifts excluded) are valid for exchange and return within 30 calendar days from the date you've received all your item(s).

To initiate a return, you must:

  1. Email us at customer-center@sus-wel.com.
  2. Provide a receipt, order confirmation email, or proof of purchase.
  3. Include a picture (or pictures) of the item(s) you wish to return.
  4. Provide a detailed description of the issue or reason for the return.

Once we receive your email, we will guide you through the return process.

Partial Refunds

There are certain situations where only partial refunds may be granted:

  • Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
  • Any item that is returned more than 30 calendar days after you receive it.

Return Location

  • Poland Warehouse
    Country: Poland
    Province/State: Lubuskie
    City: Swiecko
    Address: Swiecko 43B, 69-100 Swiecko/Poland
    Postal Code: 69-100
  • Hungary Warehouse
    Recipient: Hermione
    Address: BUDAPEST 1183 GYOMROI UT 85-91. F6.
    Contact Number: +36 70 584 2416

Important: Order Errors and Cancellations

Mistakes in Ordering: If you made a mistake while ordering (e.g., wrong model or variant), no standard returns or exchanges will be accepted. You must check your order confirmation email immediately to ensure you ordered the correct item and notify us of any necessary changes right away. We cannot accept any requests for order updates if the item has already been shipped.

Replacement Accommodation: However, we will try to accommodate replacement/re-send requests in certain circumstances. You may be asked to pay for shipping for replacing a wrongly ordered item, without needing to return the originally ordered item. Please email us at customer-center@sus-wel.com and we will assist you.

Order Cancellation: Orders cannot be canceled while the package is in transit.

Change of Mind: No returns and refunds will be accepted if the customer changes their mind after receiving the package (e.g., customer no longer needs the item). If there is any issue with the item(s) upon arrival, please contact us immediately.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 calendar days.

There is no restocking fee. You will receive the full refund amount for the cost of the item(s).

Late or Missing Refunds

If you haven't received a refund yet, please follow these steps:

  1. Check your bank account again.
  2. Contact your credit card company. It may take some time before your refund is officially posted.
  3. Contact your bank. There is often some processing time before a refund is posted.
  4. If you've done all of this and you still have not received your refund, please contact us at customer-center@sus-wel.com.

PayPal Payments: In case you paid through PayPal, you should typically receive the refund immediately after it has been approved.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at customer-center@sus-wel.com.

Shipping

  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  • If you are shipping an item over $20, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

Governing Law & Jurisdiction

These Terms and Conditions and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the State of Wyoming, United States, without regard to its conflict of law provisions. You agree that any disputes arising from or relating to these policies shall be subject to the exclusive jurisdiction of the courts located in Wyoming, USA.